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Luke Aleo

Joined Apr 16, 2021

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Last activity Oct 22, 2024

Customer service specialist! I love working with Zendesk and finding new ways to serve our customers more efficiently.

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ACTIVITY OVERVIEW

Latest activity by Luke Aleo

Luke Aleo commented,

CommentMeasuring success

We include the CSAT Link via a trigger when the ticket is changed to Solved status. Are we still able to use this link to obtain feedback instead of having an automation?

View comment · Posted Oct 22, 2024 · Luke Aleo

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Luke Aleo commented,

CommentMeasuring success

Thank you to all who provided assistance. I was able to get the desired layout and it looks much better.

View comment · Posted Sep 30, 2024 · Luke Aleo

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Luke Aleo commented,

CommentMeasuring success

I'm having difficulty with the spacing. Between the Agent Signature, CSAT Survey, and footer there are some large gaps.  How can I reduce these spaces and improve the overall view of this?

View comment · Posted Sep 05, 2024 · Luke Aleo

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Luke Aleo commented,

CommentMeasuring success

Jake Warren 
Conditions and Actions are listed below

 

View comment · Posted Jul 12, 2024 · Luke Aleo

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Luke Aleo commented,

CommentMeasuring success

Jake Warren - We have the surveys included in a trigger so that when the ticket is solved and satisfaction is Unoffered it includes the Satisfaction buttons. We didn't want to send extra emails to our customers on every ticket since we send many messages out, even to the same customers but for different topics, on a daily basis.

View comment · Posted Jul 12, 2024 · Luke Aleo

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Luke Aleo commented,

CommentMeasuring success

Our CSAT surveys have recently been enabled. They send out via a trigger when the ticket is solved and include a link for Good/Bad ratings. We found that the CCs are also able to update the comment and rating, though it still shows the Requesters name for the feedback update. What is the best way to prevent CCs from rating these surveys?

View comment · Posted Jul 11, 2024 · Luke Aleo

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Luke Aleo commented,

CommentBuilding reports

I need to make Custom Groupings to associate our Agents with their Team Leaders, allowing our Team Leaders to view all the data specific to their team easily. I consider these Beta Reports uesless until they are updated with all the features of Classic.

View comment · Posted Jul 02, 2024 · Luke Aleo

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Luke Aleo commented,

Community comment Feedback - Help Center (Guide)

I am trying to run a search of agents that are within a group but the checkbox “Agent_OOO” is unchecked. I cannot seem to run this search. Excluding this result would be great. 

View comment · Posted Jul 01, 2024 · Luke Aleo

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Luke Aleo created a post,

Post Developer - Zendesk APIs

Our agents regularly forget to mark themselves as Online. I've setup a collection of our agents and each day I run the collection to PUT their availabilty status to Online. I want to run a conditional statement that checks for the Agent_OOO field (from the Agent Out of Office App) being marked as True, and if TRUE then skip the request and the agent can remain Offline. Otherwise, mark the agent as Online. 

 

Any suggestions on this process would be helpful. 

Posted Jun 28, 2024 · Luke Aleo

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Luke Aleo commented,

CommentService Level Agreements (SLA), macros, and CSAT

Drilling into this feature a little further - I'm able to pull the list of all my personal macros, but is there a way I can pull query for a specific user? I want to see all the personal macros of a single agent, and then be able to duplicate/copy them to another agent.

View comment · Posted Jun 28, 2024 · Luke Aleo

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